Everyday work with clients is not complete without calls: incoming, outgoing, received, and missed. There can be so many of them that it's easy to get lost in this flow of communication.
To automate this process, NetHunt CRM has a “new VoIP call” trigger. It will help you:
Manage all calls in one place.
Organize processing scenarios for each type of call.
Be on track with every single customer call.
With this tool, you can effectively manage customer communication and improve the quality of service.
Event trigger
To start the automation, you need to select the trigger - “new VoIP call”:
With this trigger, you can automate the operation of any VoIP telephony connected to CRM that your team uses to make calls. The telephony is selected in the 1️⃣ step of the trigger settings:
In the 2️⃣ step, you can configure what type of call the trigger and automation will respond to. There are two options:
Incoming
Outgoing
In the 3️⃣ step, you can configure the status of the type of call to which the trigger and automation will respond in more detail. These can be options:
Incoming (answer) - this setting will trigger for all incoming calls that managers have accepted.
Incoming (no answer) - this setting will trigger for all incoming calls where managers did not pick up the phone (missed calls).
Incoming (any) - this setting will trigger for both answered and unanswered calls.
Outgoing (answer) - this setting will trigger for all outgoing calls from managers that were answered by customers.
Outgoing (no answer) - this setting will trigger for all outgoing calls from managers where customers did not pick up the phone.
Outgoing (any) - this setting will trigger for both answered and unanswered calls by customers.
After your trigger is configured, an automation chain is built to perform actions according to the scenario you need. Below, we'll take a look at an example of such automation.
❗️NetHunt CRM offers a convenient feature of automatically creating contacts for incoming calls. However, if you are setting up your own automations to handle incoming calls, we recommend disabling this feature in the integration settings.
This will avoid conflicts in record creation due to the integration's default functionality and ensure that your automation scenarios work correctly.
How to disable automatic contact creation:
Go to the VoIP integration settings.
Find the option “Auto-create new Contacts on incoming calls”.
Disable this option.
Now you can set up your own scenarios for handling incoming calls without worrying about conflicts between automation and telephony functionality.
Missed Call Automation example
In this scenario, we will build an automation that will create/update a record and/or create a task for the manager to be notified about a missed incoming call.
Setting up the trigger. Select the following options in the trigger:
VoIP required
Call type - incoming
Call status - incoming (no answer)
Next, we will create a Contact and a Deal from this call. If this phone number does not exist in the system, then a new contact will be created and a deal will be created for it, but also such a contact and its deal may already exist in the system, and they may be assigned to a responsible manager who has already communicated with them before. So we need to prepare for two scenarios:
If the contact already exists and has a responsible manager, we don't need to create a duplicate of this contact, we need to create a task for the manager who has already communicated with him (the “Yes” branch in automation will be responsible for this).
If this contact is completely new, then you need to configure the creation of a contact with distribution in turn to the responsible manager and a task for this manager to take the contact into work (the “No” branch in automation will be responsible for this).
Add an action - “Create a record” to the Contacts folder:
Place macros in the fields required to create a record:
💡Please note!
Different telephony systems use different sets of fields and macros. NetHunt CRM allows you to flexibly customize your system by creating text fields in the correct folders and filling them with automation macros.
This opens up a wide range of possibilities for data collection and analysis. For example, you can:
Collect UTM labels from call tracking: Find out from which advertising campaigns your customers are coming.
Get detailed information about calls: Record call time, duration, caller ID, and other important information.
Automatically update data: Macros allow you to fill in fields automatically, which saves you time and reduces the risk of errors.
Thus, you get a complete picture of customer interaction.
After setting up the action to create a contact, we need to configure a filter that will check whether this contact has a responsible manager. According to the rules for duplicate detection, a new contact will not be created if the system finds this phone number in the database of records already saved in CRM.
This is what the workflow looks like now:
💡You can create a deal in a special stage “missed call”, or you can create a separate folder for such calls and collect them there if you do not need to create additional deals. You can simply create tasks for managers about these missed calls. NetHunt CRM allows you to display information about missed calls in a format that is convenient for you.
In the “yes” branch, you need to add an action that will create a record in the desired folder about the missed call. Similarly to creating a contact, fill in the fields and set macros in this record:
The “no” branch will have the same view and the same action, but before creating the record, we add another action that will update the newly created contact with the responsible manager. The system will automatically distribute and assign a responsible manager who will take on this client. Select the field that should contain the manager and assign them:
This is how the completed automation looks like:
When a call is missed, the system creates a contact and a deal for it. The duplicate detection rules check whether it exists in the system and has a responsible manager and run the necessary scenario according to the filter.
💡This trigger can be used to set up very different and unique automations. You can use various helpers such as a filter to check the different statuses of records already in the system.
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